摘要：The quality of services given by a service company is to provide the highest quality of service for consumers in order to create customer satisfaction. The quality of the service offered by the company, will lead to consumer perceptions concerning the quality given . Often times there is a difference between customer expectations and customer perceptions referring to the quality of service provided by the company. To find out whether the company has been providing quality services in accordance with customer expectations, it is necessary to do an evaluation in relation with the customers. The purpose of this study is to determine the level of customer satisfaction and to analyze what factors are affecting the level of customer satisfaction in line with the services provided by Bank DKI Capem Gunadarma Kelapa Dua. This study used 10 dimensions according to the Pasaruman, Zeithhaml and Berry. Those 10 dimensions are as follows: reliability, responsiveness, competence, access courtesy, communication, credibility, security / feeling secure, understanding / knowing the customer, tangible. This study uses a questionnaire employing 200 respondents, The method used is descriptive analysis ,employing multiple regression analysis and analysis of paired t-test. The results are: firstly, referring to the 10 dimensions mentioned above, Bank DKI Capem Gunadarma Kelapa Dua is considered sufficuient as its customers are well satisfied by the service given Secondly,almost all independent variables used as an indicator of the service quality affects the customer satisfaction. The result of this research can be used as information in an effort to improve the service quality at Bank DKI Capem in Kelapa Dua.
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